Communication
Sharing information clearly so others understand you.
What is Communication
Helping others in a group task even if it's not your favourite role.
What is Teamwork
Finding a way to fix a small issue without asking for help immediately.
What is Problem-solving
Starting a task without being told.
What is Initiative
Smiling, greeting and acknowledging a customer.
What is Customer service
The skill used when you listen carefully to instructions.
What is active Listening
Respecting different ideas and viewpoints.
What is Collaboration
The first step in solving a workplace problem.
What is Identifying the problem
Writing down steps before beginning a project.
What is Planning
The skill used when you try to understand how a customer feels.
What is Empathy
The type of communication that includes body language, posture and facial expressions.
What is Non-verbal communication
The role usually taken by someone who organises and guides the team.
What is a Team leader
Thinking of multiple possible solutions.
What is Brainstorming
The tool used to organise tasks by urgency and importance.
What is To-do list or prioritisation matrix
A polite way to handle a customer complaint.
What is Apologise and offer a solution
Adjusting how you speak depending on who you are talking to.
What is Audience awareness.
When a team splits tasks to finish faster.
What is Task delegation
Using data, evidence or facts to make decisions.
What is Analytical thinking
Predicting possible challenges before they happen.
What is Forward planning
The phrase describing going above expectations for a customer.
What is Going the extra mile
Giving clear instructions in a workplace checklist.
What is Verbal communication
A key behaviour that helps resolve disagreements respectfully.
What is Conflict resolution
Evaluating how well your solution worked after the task is completed.
What is Reflection
Setting a goal that is specific, measurable, achievable, relevant and time-bound.
What is a SMART goal
Recording customer feedback to improve service.
What is Continuous improvement